Team Specialist

The Team Specialist for the Recreational Marine Operations team will provide technical assistance to the team help to execute Leadership strategies; be responsible for all team training; provide continual analysis of current processes as well as assist in the development of process efficiencies and improvements;  provide technical, operational, and customer service support to Rec. Marine Sales team, Underwriters and Brokers. 

Responsibilities include:

• Make a consistent effort to be flexible and available to leadership for meetings, priority projects and initiatives and reprioritization of daily duties based on need
• Support the team by remaining available t in the group chat for technical questions and providing timely answers
• Proactively Identify and report any noted opportunities or perceived trends for team as observed in group chat to leadership.
• Be open/flexible for overtime opportunities especially during peak season as possible
• Assert yourself as a leader when leadership is either unavailable or out of the office
• Set a positive tone for team morale and proactively inform leadership of issues.
• Adherence to established work hours by reporting to work timely adhering to designated core shift/hours 
• Demonstrate a supportive, positive attitude while in the workplace & practice integrity in all interactions
• Create a positive customer experience by providing comprehensive customer service to agents and Chubb business partners
• Provide recommendations which positively impact the team’s ability to meet and exceed SLA and quality goals
• Provide exceptional service to both agents & Chubb business partners for escalated and complex transactions
• Collaborate with resources across Personal Risk Services in order to resolve problems and demonstrate customer advocacy.
• Be proactive in process refinement & team up‐training to achieve minimal/infrequent substantiated customer complaints for technical/processing issues
• Liaise appropriately with COE team regarding Rep Quality Reviews; Provide additional training & support to assigned COE resource as needed
• Handle all COE calibration reviews & summary discussions along with Team Supervisor
• Consistently meet 95% quality metric on processed transactions
• Respond timely to reported ad-hoc feedback for staff;  consistently add Ad-hoc data into the NICE system, Identify and report Error trends & Inform team Leadership
• Work with Sr CSRs delegating some QC responsibilities for new hires as appropriate
• Strive to improve overall team Ad-hoc as well as COE reviewed quality by scheduled refresher training or adding additional job-aids or alerts as necessary
• Provide a complete and accurate solution to Customer, manager and business partner questions/issues/feedback for work returned for deficiencies to avoid additional requests or feedback
• Provide back‐up to Department Supervisor & Operations Manager as needed
• Respond to team questions timely and consistently
• Minimize unscheduled PTO & provide appropriate requests for scheduling of PTO keeping seasonal peak in mind
• Take initiative bringing any identified process issues/gaps or propose potential process efficiencies/enhancements to Manager
• Establish ways to educate the Sr Reps on processes and technical information/skills to expand their knowledge and to further elevate them from the CSRs
• Look to attend Sales training for agents sessions hosted by sales as well as keep yourself appraised of the documents and tools provided by agents on the Agent Portal/@Chubb tool to stay immersed and fluid in the specifics of the line
• Schedule bi‐monthly process & process document update meetings as possible with team for any new processes
• Other duties as assigned

 

• Prior Personal Lines experience preferred
• Recreational Marine/Personal Watercraft Industry knowledge preferred.
• Prior training, workflow documentation background preferred
• Excellent organizational, time management and planning skills required.
• Ability to recognize and adapt to changing priorities and workflows as needed.
• Ability to communicate well both verbally and in writing 
• Demonstrate the ability to work independently with minimal supervision.

 

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excell